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Directing improvements in quality from the customer's perspective

The voice of the market creates the quality of tomorrow
Raising awareness about improvements in quality through events, customer feedback and training

The Nissan Quality Forum: Raising awareness about quality among our staff and suppliers

Started in 2003, the Nissan Quality Forum is an annual event for staff and suppliers that uses display panels and exhibits of components and vehicles to introduce our latest quality initiatives. The forum took place at the Nissan Technical Center in Kanagawa Prefecture. Organized by various division including design, development, manufacturing and TCSX (Total Customer Satisfaction Function). The activities and exhibits presented upgrades in product quality and perceived quality. Over the four days the forum was held, around eight thousand suppliers from some two hundred companies visited. Nissan conducts similar quality-related events in key markets around the world to encourage local staff and suppliers to work cooperatively on initiatives to boost quality.

Angel Voice II: Always paying attention to the customer's unfiltered feedback

Nissan uses the Angel Voice II text-mining system to share customer feedback in-house. This system stores the actual comments of customers who come to our service counters, allowing Nissan staff to check what they had to say at any time via the company's intranet. A single consultation can hold information of real value to a variety of departments. Staff members can also use keyword searches to find out what kind of query was made, when it occurred, and which product was involved. The resulting insights can then be applied to quality improvement activities.

CS Mind Training: Training staff to think like customers

What we call CS (customer satisfaction) Mind Training strives to teach Nissan staff to consider things from the client's perspective. We want them to evaluate their own roles and come up with ways to improve what they do. New hires at Nissan, employees in their third year on the job and newly appointed managers all go through this training, which covers company-wide quality guidelines and activities and incorporates examples of actual customer comments. Encounter groups explore big questions such as "What can we do on behalf of customers?" and "What should we do in this situation?" to instill a greater awareness of quality improvement in every staff member. We are expanding this training to other key markets around the world.

Comments from Akira Wakabayashi who developed various internal communication tools and processes

This in-house and external communications activity was our annual quality event. Both Nissan staff and many of our suppliers participated, creating a forum that allows us to share the latest quality-related initiatives while exchanging meaningful opinions that we hope will metamorphose into new ideas for quality improvements.
Nissan continuously engages in quality improvement activities to bring these ideas to fruition. Our aim is to realize the objectives set in our "Enhancing Quality" medium-term quality improvement plan, which includes becoming the world's most trusted auto brand.

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